--- title: "Rahul M - Associate Director, Customer Success and Enterprise Operations in Bengaluru | Tal" description: "Meet Rahul M, Customer Success and Operations Director at Scaler based in Bengaluru. AI stack includes claude, gemini, and openai." image: "https://tal.club/meet/rahul-m-2/share-image" --- # Rahul M on Tal ## Headline Customer Success and Operations Director at Scaler ## About Dynamic Customer\-centric Leader with 14\+ years of experience scaling customer success, experience, operations, and delivery across the Ed\-Tech, IT/ITES, and FMCG industries\. Highly adaptable and collaborative, with a strong track record of building high\-performing teams\. Proven ability to translate user needs into strategic solutions, leveraging deep customer insights and cross\-functional leadership to drive product strategy and business growth\. ## Location Bengaluru ## AI stack claude gemini openai ChatGPT ## Work experience Associate Director, Customer Success and Enterprise Operations at Scaler, Apr 2022 \- Present · 4 yrs 6 mos, Bengaluru, Karnataka, India, •Establish a customer success team that improved customer experience and satisfaction and aided customer retention • Enabled Enterprise \(B2B\) delivery to high standards and quality leading to recurring engagements\. • Major stakeholder in product enhancement discussions, roadmap and development\. • Heavily involved in cross\-team collaborations to improve overall organisation milestones and goals\. Senior Manager, Customer Success at Simplilearn, Jan 2021 \- Apr 2022 · 1 yr 4 mos, \- Drove revenue expansion across key client segments in the US region by partnering cross\-functionally with Sales to upscale Enterprise accounts to $100K\+ ARR and grow mid\-market/SMB portfolios within the $20K–$75K ACV range with an overall portfolio worth $5M ARR\. \- Boosted customer retention by 30% through the design and implementation of tailored success plans and the continuous standardization of Customer Success operations\. \- Achieved an industry\-leading Net Promoter Score \(NPS\) of 85 \(a 30% net increase\) by spearheading targeted, highimpact customer engagement initiatives\. \- Directed technical deployments and integrations, overseeing Enterprise LMS implementations and exploring platform/API integrations to align technical solutions with client objectives\. Manager, Enterprise Customer Success at Simplilearn, Nov 2019 \- Mar 2021 · 1 yr 5 mos, Greater Bengaluru Area, \- Manage overall client relations including pre\-sales consultation, on\-boarding, delivery and support\. \- Drive Enterprise clients into long term partnerships through high quality customer experience and satisfaction \- Upscale new and existing accounts into top revenue generating accounts over $100K in collaboration with sales by adopting best delivery and customer experience practices \- Focus on generating recurring business by identifying key areas of requirements \- Program manage all escalations in order to ensure a smooth delivery \- Assist key account stakeholders with real time data and reports Senior Operations Manager, Infrastructure Delivery at Tech Mahindra, Nov 2016 \- Oct 2019 · 3 yrs, Greater Sydney Area, • Directed the end\-to\-end delivery lifecycle for customer applications, driving rigorous RFQ/RFP/RFI processes to analyze requirements, review architecture, and deploy optimal IaaS/PaaS/CaaS environments • Acted as the strategic and technical liaison for global markets \(APAC & EMEA\), serving as the primary point of contact to ensure seamless adoption, delivery, and satisfaction for complex infrastructure platforms\. • Architected and implemented scalable infrastructure solutions, continuously evaluating and improving existing overall architecture to support Nestle's global Digital Services objectives\. • Oversaw global server\-side operations and security infrastructure, managing critical components including Firewalls, WAF \(Imperva\), DNS, Load Balancers, and Active Directory to ensure maximum reliability\. • Led and mentored distributed offshore teams, providing high\-level \(L3\) technical escalation support and resolving complex architectural challenges to maintain high service availability\. Operational Lead & Subject Matter Expert at Tech Mahindra, Sep 2015 \- Oct 2016 · 1 yr 2 mos, Bengaluru, Karnataka, India, • Directed a 25\+ member offshore L2 technical team while concurrently serving as the primary Subject Matter Expert \(SME\) for Microsoft Web Infrastructure, ensuring high availability and seamless global operations\. • Orchestrated daily operations and workflow prioritization, successfully managing complex client escalations to rapid resolution while consistently meeting and exceeding established operational KPIs\. • Spearheaded Continuous Service Improvement \(CSI\) initiatives, partnering directly with onshore technical teams to ideate, build, and deploy infrastructure enhancements that elevated overall service quality\. • Managed strategic vendor relationships with enterprise hosting providers \(including Verizon, Rackspace, and Incapsula\), effectively negotiating infrastructure resolutions and optimizing third\-party service delivery\. Associate Software Engineer at Tech Mahindra, Jul 2013 \- May 2015 · 1 yr 11 mos, Greater Bengaluru Area, • Started Work in Project Nestle DSU as L2 specialist\. DSU is responsible for all of Nestle's digital applications, both web and mobile and this included their Corporate, Brand and E\-commerce sites\. • Involved with the Microsoft Based Applications which included ASP\.NET, IIS 6 and 7\.5, SQL Server, Active Directory, SharePoint and MCMS technologies\. • Handled all the production websites and as a team were involved with the maintenance and support of these live sites\. • Resolving any issues that might arise with the live websites, and also resolving, advising the Markets on the issues with their staging\(test\) environments\. • Deploying and publishing contents from the staging to the live environment, executing database operations on both environments\. Quality Analyst at IV Support Technologies, Nov 2012 \- Jan 2013 · 3 mos, Greater Chennai Area, Quality check of all the email/chat conversations of the support process\. ## Education Bachelor of Engineering \(B\.E\.\), Electronics and Communication Engineering, Anna University Chennai [View the original profile](https://tal.club/meet/rahul-m-2) ```json { "@context": "https://schema.org", "@graph": [ { "@type": "Person", "@id": "https://tal.club/meet/rahul-m-2#person", "name": "Rahul M", "url": "https://tal.club/meet/rahul-m-2", "image": "https://tal.club/meet/rahul-m-2/profile-photo.jpg", "description": "Meet Rahul M, Customer Success and Operations Director at Scaler based in Bengaluru. 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